Accessible for all

We can send printed items, like statements and letters to you in various formats, including:

• Braille
• Large text

We'll aim to send all literature in the format you choose. If you get an item from us that isn’t in the right format, just let us know.

If there is anything in any of the literature we send you that you don’t understand, please get in touch so we can explain it to you.

We provide audible various formats for communications including:

• Screen readers including the most recent versions of JAWS, NVDA and VoiceOver
• Text Relay may also be available for some communications
• We can arrange a British Sign Language (BSL) translator via a third-party service

We are building our websites to be accessible and usable by as many people as possible. We offer a range of solutions to help you to get the best accessible experience on our sites to meet your individual requirements.

Most of our websites will detect and respond to any mobile device or tablet, resizing images and layout to fit correctly.

We are building our content to meet the requirements of Web Content Accessibility Guidelines version 2.1 AA Standard.

For example, on most of our sites you can use the accessibility features on your computer or install assistive technology to:

• Listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)
• Change colours, contrast levels and fonts
• Zoom in up to 300% without the text spilling off the screen
• Navigate most of the website using just a keyboard
• Navigate most of the website using speech recognition software
• We are also making our website text as simple as possible to understand.
• All text links, where possible will be written so that they make sense when read out of context.

• Where videos are available, we use captions or transcripts
• We can’t currently provide audio description for all our videos, however we’re working hard to change this

• We write in plain English
• Where we use industry specific language, we explain what it means
• If it helps to speak to the same person each time you call, we will try to make sure this happens where we can
• If you want us to deal with a trusted family member or friend, in most circumstances you can give us verbal or written authority for them to communicate on your behalf

• We are committed to ensuring all our products and services are accessible to all customers and free from unlawful discrimination, under The Equality Act 2010.

Please let us know if there are other ways, we can make it easier for you to access our services.

If you have difficulties using this website or accessing your documents in an alternative format, please let us know by emailing us.

Or write to us at: Group Customer Experience, 5^th Floor, Calon, Four Central Square, Cardiff, CF10 1FS

Please bear with us, we know that some parts of this website are not fully accessible, but we are working on it:

• the text will not reflow in a single column when you change the size of the browser window
• you cannot modify the line height or spacing of text
• most older PDF documents are not fully accessible to screen reader software
• live video streams do not have captions
• some of our online forms are difficult to navigate using just a keyboard
• you cannot skip to the main content when using a screen reader
• there’s a limit to how far you can magnify the map on our ‘contact us’ page

PDF document content is often generated by third-party software and may not always meet accessibility standards.

Most video content has captions or a transcript, but currently we can’t provide audio description for all our videos.